Mgr, Quality Assurance

Grainger; Lake Forest (IL); Hybrid; USD 87,000 - 145,000; Full time

Benefits offered by this job

Health insurance

PTO 18 days + 6 holidays

401(k) with company contribution

Tuition reimbursement

Employee discounts

Life insurance

Job summary

Grainger is seeking a Manager of Quality Assurance to lead the Customer Experience QA team, establish standards, and drive improvements across the call center network. You will partner with Operations, Learning & Development, Technology, and other stakeholders to identify trends and implement changes that enhance customer interactions and business outcomes.

The role requires a Bachelor's degree, 5+ years in a call center QA setting, and strong skills in data interpretation, reporting, and

Qualifications

• Bachelor's degree required and at least 5+ years in a call center QA environment.
• Experience with contact center quality assurance practices and related Grainger programs.
• Ability to interpret customer experience data and communicate findings to leaders.
• Experience partnering with Operations, Learning & Development and Technology to implement improvements.
• Experience leading teams across multiple sites and managing performance.

Responsibilities

• Lead and develop a team of Customer Experience Quality Evaluators across locations.
• Develop quality standards, monitoring methods, and evaluation processes.
• Provide actionable reports to Operations to support coaching and improvements.
• Collaborate with stakeholders to translate quality findings into training resources.
• Identify and implement quality tech solutions to enhance feedback and analysis.
• Manage team performance through Grainger's talent processes and training.

Skills

Bachelor's degree

Quality assurance

Call center experience

Data interpretation

Cross-functional collaboration

People leadership

Education

Bachelor's degree

Job description

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Workingby serving more than4.6 million customersworldwide with maintenance, repair andoperating(MRO) products and value-added solutions delivered through innovative technology and deep customerexpertise. Known for its commitment to service and purpose-driven culture, the Company reported2025 revenue of$17.9 billion. For more information, visitwww.grainger.com.

Compensation

The anticipated base pay compensation range for this position is $87,200.00 - $145,300.00. This role is eligible for an incentive target of up to 15% or $, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger's benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

Position Details

The Manager, Quality Assurance leads Customer Service Center quality assurance programs, standards, and initiatives and manages a team of Customer Experience Quality Evaluators. The role establishes and implements quality monitoring standards and methodologies to evaluate customer interactions and provide Operations leaders with actionable information to support coaching and customer service improvement. The position partners with Operations, Operational Excellence, Learning and Development, Technology, and other stakeholders to identify trends, address quality or compliance gaps, improve processes, and support changes affecting the customer experience. The role also evaluates the customer journey and Voice of the Customer results to identify opportunities that improve team member performance and customer outcomes.

You Will

• Lead and develop a team of Customer Experience Quality Evaluators responsible for evaluating customer interactions, identifying team member behavior and service trends, reporting strengths and performance opportunities, and escalating quality or compliance gaps across the Customer Service Center network.
• Develop and implement quality standards, monitoring methodologies, evaluation processes, and ongoing quality initiatives that improve consistency and customer experience across departments with direct customer interactions.
• Analyze quality observations, focused sampling, Voice of the Customer information, and operational trends and provide actionable reports and evaluation results to Operations leaders to support team member coaching, development, process improvement, and customer-impacting business changes.
• Partner with Operational Excellence, Learning and Development, Operations, and other stakeholders to use quality findings to improve processes and create or revise resources and training materials that address skill and knowledge gaps and improve team member and customer experiences.
• Identify, recommend, and implement quality technology solutions with Technology partners, including voice technology and automation, to expand quality analysis and provide more consistent and timely feedback to team members.
• Manage team performance through Grainger's talent management processes, including hiring, development, accountability, and performance management, and ensure Quality Evaluators are trained on relevant processes, systems, technologies, evaluation procedures, and Customer Experience requirements.

You Have

• Bachelor's Degree required
• 5+ years in a call center setting (specifically with quality assurance) required
• Knowledge of Customer Service Center quality assurance practices, customer interaction evaluation processes, and relevant Grainger programs, technology, and systems.
• Experience interpreting customer experience and quality information, identifying operational and team member behavior trends, and communicating actionable findings to leaders.
• Experience partnering across Operations, Operational Excellence, Learning and Development, and Technology to implement process, training, resource, or technology improvements.
• Experience leading employees in a multi-site or similarly complex operating environment, including hiring, development, performance management, and leading teams through business or process change.
• Knowledge of organizational, prioritization, and continuous improvement practices required to manage multiple work requests and operate effectively in a complex, rapidly changing environment.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.

Work Location Type: Hybrid

Req Number 335481